Refund policy

Fallon Gems Return, Refund, and Exchange Policy

At Fallon Gems, we are committed to ensuring customer satisfaction while maintaining clear and fair policies. Due to the nature of our products, please review the following guidelines for returns, refunds, and exchanges.

General Policy

  • All sales are final. Returns and refunds are not accepted except under specific circumstances outlined below.
  • Review your order carefully before purchase to avoid any issues.

Refunds and Replacements

Refunds are considered only after all efforts to replace the item have been made.

  1. Incomplete or Missing Items
    If your order arrives with incomplete or missing items, Fallon Gems will first issue a replacement. Refunds will only be processed if a replacement cannot be provided.

  2. Lost, Damaged, or Stolen Items
    Fallon Gems offers shipping insurance that covers packages lost, damaged, or stolen during transit. If you purchased shipping insurance, we will:

    • Replace your item promptly with no additional fees.
    • If a replacement is not feasible, we will issue a refund after verifying the claim with insurance and the carrier. 

  3. Items Never Received (Long-Term Delay)
    If your order does not arrive and:

    • A replacement has already been sent,
    • More than 60-90 days have passed since the original shipping date,
      Fallon Gems will issue a refund. During this time, we will continue working with the shipping carrier to locate your original package and resolve the dispute.

Important: Refunds are only processed after exhaustive efforts to resolve the issue, including verification of the claim and carrier investigation.

Exchanges

Exchanges are not offered for reasons such as:

  • Change of mind
  • Disliking the product
  • Lack of time to complete the project

Please Note: 

If you feel your case warrants an exception, contact us at support@fallongems.com. Exceptions are reviewed on a case-by-case basis, and if approved:

  • Shipping costs for returns and new shipments are the customer’s responsibility.
  • Items must be returned in original condition with all packaging and tools intact.

Note: If returned items arrive damaged, Fallon Gems will not provide replacements or refunds. Please ensure items are securely packaged when shipping.

Damages and Issues

If your item is defective, damaged, or incorrect upon arrival:

  1. Notify us at support@fallongems.com within 30 days with photo evidence.
  2. We will replace the item. Refunds are issued only if a replacement is not possible.

Exceptions & Non-Returnable Items

  • Returns or refunds are not accepted for sale items or gift cards.
  • Custom orders without errors are not eligible for refunds or exchanges.

European Union Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, provided:

  • The item is in original, unused condition with tags attached.
  • It is returned in its original packaging with proof of purchase.

Shipping costs for returns under this policy are the customer’s responsibility.

Contact Us

If you have questions or need assistance, please contact us at:

We appreciate your understanding and cooperation with our policies, which are designed to ensure fairness and satisfaction for all our customers.